Workforce Management Specialist - Genesys

Seeking a workforce management specialist - GenesysLocation: Australia-wide (Primarily remote with the requirement to go to Darwin, NT for a week or two)
Contract Length: 2-3 month contract (flexible)
Rate: Flexible, dependent on experience and market alignment

Your new company
An established Australian utilities organisation.

Your new role
An established Australian utilities organisation is seeking an experienced
Workforce Management (WFM) and Genesys specialist
to support the optimisation of its contact centre operations. This is a contract opportunity for a practitioner who can assess the current Genesys environment, configure the platform to operational best practice, and uplift capability across leaders and frontline teams.
The organisation operates a small contact centre of approximately 30 agents,
supporting functions such as collections and credit. While Genesys is in place, current utilisation is limited to basic functionality, and there is no internal Workforce Management Specialist expertise.
As a result, the platform is significantly under-utilised.

What you'll need to succeed
Key Responsibilities:The workforce management systems expert will:

Conduct a
current-state assessment
of the organisation's Genesys and workforce management setup

Identify gaps, inefficiencies and opportunities aligned to contact centre best practice

Configure and optimise Genesys
to support operational requirements, forecasting, scheduling and performance management

Demonstrate best-practice WFM workflows and "how it should be done" in a modern contact centre environment

Provide
practical training, coaching or demonstrations
to leaders and team members to ensure sustainable capability uplift

Operate independently, managing deliverables and outcomes with minimal oversight

About You:

• You will be an experienced contractor with a strong background in
  workforce management operations, ideally within Genesys environments.
• Proven hands-on experience optimising
  Genesys WFM
  (or equivalent WFM systems)
• Strong understanding of contact centre operations, including key metrics, forecasting, scheduling and day-to-day realities
• Ability to quickly understand an organisation's operating model and configure tools accordingly
• Confident stakeholder engagement skills, able to influence leaders and uplift capability
• Training or knowledge-transfer experience is highly desirable, though not mandatory
• Self-directed, outcomes-focused and comfortable working autonomously

What you'll get in return This organisation offers a relaxed culture with high expectations around delivery and outcomes. You will be trusted to operate independently and bring external expertise, industry insight and best practice to the engagement.

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

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